Application Service Manager - ITIL & IAM (Freelance possible)

Within a central case management program for the judicial domain, several projects are gradually transitioning into operational IT services. This calls for a structured service management approach aligned with ITIL best practices. The Service Manager is responsible for the day-to-day operational management of these application services, ensuring continuity, quality and continuous improvement in close collaboration with ICT teams, business stakeholders and external providers.

Key responsibilities include: overseeing operational management of application services, including support, incidents and user requests; implementing, monitoring and improving ITIL processes such as Incident, Problem, Change and Request Management; coordinating Service Desk activities and ticket handling across L1/L2/L3 support; tracking, assessing and prioritizing incidents, bugs and enhancement requests; managing changes, related approvals and controlled releases; monitoring SLA and KPI performance; serving as the operational point of contact between business, ICT and suppliers; contributing to continuous improvement of services, processes, runbooks and procedures; supporting a consistent data and services architecture; and helping ensure proper integration of Identity and Access Management (IAM) and application flows involving Microsoft Dynamics, Salesforce and .NET.

The ideal profile has 1 to 4 years of experience in ICT, application support or service management, a basic understanding of ITIL, strong analytical, organizational and communication skills, comfort in a complex multi-stakeholder environment, and a structured, autonomous and proactive work style. Hands-on exposure to IAM is essential; knowledge of Salesforce and application integrations are important assets; experience with .NET, Microsoft Dynamics or data and services architecture is a plus.

Nice to have: ITIL certification or equivalent, and experience in the public sector or a judicial environment.

The offer: you will join a growing Belgian SME where initiative and personal development are encouraged, with a pleasant working environment and friendly colleagues. Together we will build a career plan with attention and a dedicated budget for training or additional certification. An attractive salary is complemented by extra-legal benefits, including a company car. Freelance is also possible.